Creatio Releases Financial Services Edition of The State of Enterprise AI Adoption Report

Research of 190+ financial leaders finds 80% are beyond AI experimentation, while 87% expect AI agents to augment teams, expand capacity, or create new roles

BOSTON, MA, UNITED STATES, October 27, 2026 /EINPresswire.com/ — Creatio, an AI CRM and workflow platform where people and AI agents work together, today released the Financial Services Edition of its State of Enterprise AI Adoption Report, an industry-focused analysis of how financial institutions are scaling AI and AI agents, transforming workforce operations, and turning adoption into measurable business value.

Based on a survey of 190+ financial services IT and business decision-makers, part of Creatio’s broader global study of 600+ leaders, the research finds that 80% of financial institutions have already moved beyond AI experimentation, compared with 70% across the global sample. Moreover, 81% are already scaling AI agents across departments or expect to do so within the next twelve months, signaling a shift from isolated deployments to enterprise-wide execution.

“Financial services is entering a new phase of AI adoption, where the focus is shifting from experimentation to fundamentally rethinking how institutions operate and serve their customers,” said Burley Kawasaki, SVP of Industries at Creatio. “From customer onboarding and relationship management to service operations, AI agents are creating opportunities to deliver more personalized experiences, accelerate decisions, and expand workforce capacity. The institutions that lead will be those that can bring people, AI agents, and business processes together at scale—while preserving the trust, security, and accountability that are essential to financial services.”

Three Shifts Defining the Next Phase of AI in Financial Services

As adoption accelerates, the research identifies three major shifts shaping the future of AI in financial services:

1. AI Is Reshaping the Workforce, Not Reducing Headcount

Financial institutions overwhelmingly expect AI agents to complement their workforce rather than replace it. 87% anticipate AI agents will expand workforce capacity, augment existing teams, or create new roles, while only 12% expect significant headcount reductions. Notably, the share expecting AI to create new roles has nearly quadrupled, from 4% in 2025 to 15% in 2026.

2. AI Value Is Expanding From Productivity to Revenue Growth

AI is already delivering measurable results: 63% report increased productivity, 51% faster decision-making, and 42% improved customer experience. Its business impact extends further with deeper adoption: 44% of financial institutions automating more than half their workflows with AI report revenue gains, compared with just 13% among those automating less than 10%.

3. AI Adoption Leaders Are Setting a New Benchmark for Enterprise AI

Only 19% of financial institutions qualify as AI Adoption Leaders, but their approach to AI differs significantly. 51% have embedded AI enterprise-wide, versus just 9% of other organizations, while 59% are scaling AI agents across departments, compared with 21%. Governance also emerges as a critical factor: 72% of organizations with established AI governance feel very confident about scaling AI, versus 23% of those still developing their frameworks — making them more than three times as likely to express high confidence in scaling AI.

“What distinguishes AI Adoption Leaders is not simply their willingness to invest in AI, but their ability to make it work across the business,” added Kawasaki. “Financial institutions have an opportunity to move beyond individual use cases and build an operating model where people and AI agents work together, supported by trusted data, governance, and measurable business outcomes.”

About The State of Enterprise AI Adoption Report: Financial Services Edition

The State of Enterprise AI Adoption Report: Financial Services Edition is Creatio’s second annual industry-focused research. Based on responses from 190+ financial services IT and business leaders (within a global survey of 600+ leaders), it examines AI adoption, agent deployment, workforce impact, business outcomes, governance, barriers to scale, and AI value.

The full report is available at [FINANCIAL SERVICES REPORT URL].

About Creatio

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.

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